Incident Management Reliability Engineer

Description

This role is an Incident Management Reliability Engineer in the Service Quality team, part of the Digital organization at a global biopharmaceutical company with operations in some 100 countries.

You will protect the stability and resilience of critical IT services that the company's medicines and vaccines depend on, combining incident handling with reliability engineering to cut disruption, speed up recovery and improve system performance.

The position is based in Barcelona, Spain, with a hybrid work model.

Responsibilities

• Incident management
• Take end-to-end ownership of Major Incidents (P1/P2), driving them to timely resolution and keeping stakeholders clearly informed.
• Lead the command centre during critical outages, coordinating technical and business teams.
• Keep incident records complete and accurate, covering root cause, timeline and resolution steps.
• Run post-incident reviews and make sure agreed actions are carried out to stop repeat incidents.
• Apply consistent communication and escalation processes that follow ITIL-based ITSM practice.
• Give technical direction during major incidents by testing diagnoses, troubleshooting approaches and proposed fixes to improve the speed and quality of decisions.
• Bring the right experts together, lead cross-functional troubleshooting and help resolve complex faults, especially high-severity outages that hit the business.
• Guide teams toward a structured, AIOps and data-driven way of diagnosing and fixing problems, keeping them focused on restoring service within acceptable risk controls.
• Reliability engineering
• Work with service owners and platform teams to improve reliability, observability and fault tolerance.
• Build proactive monitoring, alerting and automated recovery.
• Analyse incident trends and create targeted reliability improvement plans.
• Contribute to capacity planning, change reviews and failure mode analysis to anticipate and reduce risk.
• Define, track and report SLOs, SLIs and SLAs to show how services are performing.
• Continuous improvement
• Work with problem management to find recurring issues and lead efforts to remove their root causes.
• Automate operational tasks and speed up service recovery using scripts, runbooks and AIOps tools.
• Help shape the Major Incident Process and spread good practice across the organization.

Requirements

• At least 8 years in incident management, reliability engineering or a related IT operations field.
• Strong grounding in networking and infrastructure as code.
• Experience with cloud platforms (AWS, Azure or GCP), virtualization, containerization, automation, databases, and middleware or scheduling tools is a plus.
• Fluent English, both written and spoken.
• Exceptional communicator who stays calm under pressure, explains things clearly to stakeholders at every level, and collaborates well in fast-moving, high-stakes settings.

Conditions

Barcelona, Spain, hybrid working.

Final pay is set by experience, skills, location and other relevant factors.

Salary range: €49.600,00 to €74.400,00.

The company provides equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Benefits

• Access to world-class learning opportunities and certifications.
• A clear path to deepen your expertise in reliability and service excellence.
• Eligibility to join the company's employee benefit programs.
• Certifications preferred: ITIL v4 or Service Operations, SRE Foundation or Practitioner, cloud certifications (AWS, Azure or GCP), or Incident Command System (ICS) or equivalent crisis leadership training.